Articles for category: Growth

October 1, 2019

Greg Thomas

Deliver your Code Like a Comedian

Have you ever watched old material from your favourite Comedians? What was the first thing you noticed? “I’ve heard this one before.” Now you might be thinking that you’ve been gypped and it’s not fair that you’re seeing your favourite Comedian do the same joke but what you should be watching for are the differences. Between their old and new what do you notice? The delivery is better? The joke is more fine-tuned? There is a greater pause for effect from when the joke is delivered to when it’s “really” delivered? The Comedian knows when to wait for the audience

September 27, 2019

Greg Thomas

What is Good Enough?

Everyone struggles with what is actually good enough. Not because we all have different levels of what we feel is “actually” good enough but rather because we are at our most critical when trying to decide if our work is at the stage of being good enough to show others. “It doesn’t do these seven things” “I need to make one last edit” “I think it should be red, not orange.” Your good enough, my good enough are very different. The best way to get past it is to ask for someone’s opinion, what do they think (and pick someone

September 26, 2019

Greg Thomas

The Problem with Project Plans

The moment they are created they are out of date. The second you send out the file with the attachment, they are old. When you go to revisit them two weeks later and you need to change all the tasks because the project has changed, they are rendered useless. When the dates don’t line up to the work that is being done (because not everything has been written down) they miss the point. That’s the problem with Project Plans. Fix that and you’ve got something of value.

September 24, 2019

Greg Thomas

Same Service Everywhere

The temptation to support customers across all medias is seducing. Voice, Chat, Email, Facebook, Twitter, Instagram, YouTube, the list goes on and on and is growing every day. One rule to ensure you’re doing it right, is ensuring you’re providing the same level of service across all platforms so your customers have a unified experience when talking with your agents. This means when I call in on Facebook with my case id from a voice call, they can look up the interaction, see what happened and give me an update. The below is a great example of a chat conversation

September 23, 2019

Greg Thomas

Want Job?

I received an email recently from a recruiter recently that only consisted of the title of the job in the subject line and a copied description in the body. No – hello. No – what’s up. No – what do you think. The goal was for me to respond with either a yes or no before a real conversation took place. That was the gate and it was up to me to decide what to do next, to see if this job title piqued my interest. The truth was it did, but ten minutes later I got an email from

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